Head of Premier

-Job description

**Head of Premier / Advance Value Proposition**

**Role purpose**

Premier/Advance Segments are the courageous customer champions, whose purpose is to lead, design and co-create world class, intuitive and memorable experiences for those segments. Our aim is to build the capabilities, focus and expertise needed to deliver our strategy to drive customer centricity, growth, engagement and advocacy - for customers, our employees and our communities. We have the privilege of serving more than 820k customers in HSBC Mexico.

Premier and Advance is HSBC propositions for the Mass Affluent and Affluent Segments, currently serving 820 thousand customers in Mexico (242 Premier, 552k Advance) and generating 15x the revenue from a mass market customers. This function will be the cornerstone of HSBC MX to become the best Wealth value proposition in Mexico.

The Head of Premier and Advance Value Proposition is a critical role that will support the delivery of the broader WPB strategy to identify and enable the next wave of growth, defend and energise our customer base and to embed customer centricity within the organisation. This role aims to capture the synergies between Premier and RBB, recognises that this customer segment has specific needs, and is accountable for articulating those needs, defining HSBC’s value proposition, and collaborating with local markets and value streams to implement multi-market capabilities to fulfil those needs.

The Head of Premier and Advance Value Proposition is the final accountable for the P&L for this segment, collaborating with Channels, D&A, Marketing, CLCM and CX to achieve the customer growth and customer experience aspirations. The collaboration with broader WPB functions is also critical for the success of this role.

**Principal Accountabilities and Responsibilities**
- Responsible for continuously deepening our knowledge about our target customers ever evolving needs, articulating customer personas and customer problems to be solved. Accountable for the long-term strategy for the Premier and Advance Segments, identifying and enabling the next wave of growth, defend and energise our customer base and to embed customer centricity within the organisation.
- Takes end-to-end ownership as the segment lead globally, coordinating the effort across multiple areas (eg. Product, Segments (Private, Personal, CMB), Marketing, Channels, Compliance, Technology, Data & Analytics, CLCM, and Operations) to create winning and coherent value propositions that delivers on our customer needs and drive business outcomes.
- Influence the delivery of multi-market capability, and is responsible for the “Go to Market Strategy” for the Premier & Advance Segments.
- Creates a collaborative environment between the Heads of Premier & RBB globally, ensuring consistent standards for the segment experiences across markets.
- Accountable for the achievement of Customer (# of active customers, % Qualified, % Dual Relationship (Personal + Business), % Digital, % Primacy, NPS) and Financial ($ revenue per customer) targets.
Requirements

**Functional Knowledge**
- Senior executive will have extensive experience in customer strategy design and delivery in large scale complex organisations. Ability to engage and inspire on a strategic vision, with demonstrated success in building, selling, and executing on global strategies.
- Senior executive experience in customer advocacy and a track record of driving a customer centric culture and decision-making in a commercial environment. Knowledge of our key Mass Affluent and Premier archetypes (Families, Professional, Entrepreneurs), their distinct needs, regulatory requirements and cultural preferences.
- Good understanding of retail banking and wealth management product in Mexico.
- Keep up with trends and emerging business models, reimagining how to generate value to the business. Obsess about how to